Refund policy

Refund Policy

Thanks for shopping with Victorious RSA. If you're not completely thrilled with your order, we're here to help. Below is our friendly, straightforward policy for returns, refunds, and exchanges.

ELIGIBILITY FOR RETURNS

Returns are accepted within 30 days of delivery for most accessory items.
Items must be in their original, unused condition and include all packaging, manuals, accessories, and tags (where applicable).
Proof of purchase (order number) is required.
Custom-made, built-to-order gates and other custom fabrication items are not eligible for return unless they arrive damaged or defective; items on sale or marked as final sale are not eligible unless stated otherwise.

NON-RETURNABLE ITEMS

Custom-made or built-to-order gates, balustrades and fabrication items
Installed items
Final sale or clearance items

HOW RETURNS WORK (ALL ACCESSORY ITEMS ARE DROPSHIPPED)
All accessories and security products are shipped directly from our supplier to you and are not held in our own stock. As a result, returns and replacements are handled with our supplier and may take longer than a typical local return, as it may require coordination with them. Because items ship internationally and are never in our possession, a prepaid return label is often not practical — where that's the case, we'll instead offer a replacement, refund, or store credit at our discretion, depending on the issue.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your item arrived damaged or is defective, or we sent the wrong item, contact us within 5 days of delivery with your order number and clear photos. We'll arrange a replacement, refund, or store credit with our supplier on your behalf — see "How Returns Work" above for what to expect.

REFUNDS AND PROCESSING TIME
Refunds are issued to the original payment method or as store credit, depending on your preference and the nature of the return. Once your return or claim is processed with our supplier, we'll issue your refund within 5-7 business days. You'll see the refund on your statement after the processor completes the reversal.

RETURN SHIPPING
For standard returns (not due to damage/defect or order issue), you are responsible for return shipping where a physical return is required. Where the item is damaged, defective, or we sent the wrong product, we'll work with our supplier to resolve this at no additional cost to you, using a replacement, refund, or store credit as set out above.

EXCHANGES
Need a different size, color, or variant? Exchanges are subject to supplier stock availability. If the exact item isn't available, we'll offer a refund or store credit instead.

HOW TO INITIATE A RETURN

Contact our support team at support@victoriousrsa.co.za with your order number, item name, and reason for return.
We'll review your request and confirm the next steps, including a Return Authorization (RA) and return instructions if a physical return is required.
If returning the item, pack it securely in its original packaging and attach the RA. Ship it back using a trackable method.
Once your return or claim is resolved, we'll process your refund or exchange as described above.
REFUND TIMELINE
Allow 5-7 business days after your return or claim is resolved for the refund to appear on your payment method or as store credit, depending on your preference.

QUESTIONS?
Have a question about a return? Reach out anytime at support@victoriousrsa.co.za and we'll help you out.

This policy is effective as of September 19, 2026. Victorious reserves the right to update this policy at any time without notice.